Customer Service Representatives (CSR) Occupancy Metric
Measure the total share of time support agents are handling customer calls.
Overview
The Customer Service Representatives (CSR) Occupancy metric allows you to monitor how much of an agent’s time is being spent on calls, and to ensure that there is enough time for agents to complete other tasks.
Formula
Time used to handle customer requests/Total work time
Reporting frequency
Weekly
Example of KPI target
80% call time
Audience
Support Manager
Variations
CSR occupancy
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